Virtual Observer Community Workforce Management

Finding the right agents at the right time with the right skill sets

VO Community WFM produces accurate forecast, optimized schedules, advanced agent adherence reports thru flexible portals for schedulers, supervisor and agents. Familiar web browsers enable agents to request exceptions, view their adherence and even post a schedule swap request. Each user can personalize their own content placement and product theme for an unmatched ease of use experience.

LEVERAGE THE POWER OF “WHAT IF”!
- What if staff levels were right-sized based on demand?
- How many more agents will we need if our call volume increases by 10%?
- What if we offered a different grade of service on Monday than we do on Tuesday?
- What if we offered our agents split or 4/10 shift types?
- What if we could find a right-priced WFM option?

VO Community WFM can answer "YES!" to all of these "What If" questions and more. Our powerful, enterprise-ready workforce management solution can be installed in your center in less than one day. Plan, optimize and manage with a single solution with active customizable portals for schedulers supervisors and agents!

REAL-TIME AGENT ADHERENCE
VO Community WFM delivers the most advanced real-time adherence alerts in the industry. Users can create unique thresholds and grace periods as photo-based reports are framed in the color indicating their violation. Schedulers can use one set of thresholds while each supervisor operates with a different set of thresholds.

SCHEDULE OPTIMIZATION
Schedule optimization is enabled using multiple scheduling approaches including fixed, floating, rotations and several flavors in between. Exceptional intraday management tools enable rapid tracking and notification of deviations to call volumes, staff schedules and real-time agent adherence. All of these features are delivered in a familiar web browser and the product is renowned for is unprecedented ease of use and rich flexible reporting options.

ROBUST FEATURES
- Advanced, failsafe ACD integration
- Five different forecasting methods
- Single and multi-skill forecasting
- Culturally sensitive rules based scheduling with agent preferences
- Schedule optimization
- Intraday management and Automatic Reforecasting
- Real-time agent adherence
- Interactive agent bidding
- Detailed cost of schedules
- Vacation\Event Management
- Virtual agent swap board
- Make "On the fly" Schedule Adjustments with auto notification

REAL BENEFITS
- Increase the level and consistency of service for your clients
- Minimize of the cost of agent payroll
- Increase forecast accuracy
- Optimize schedules
- Measure and manage schedule cost
- Increase agent adherence and productivity
- Increase agent satisfaction
- Automate processes and produce administrative time savings

LOWER COST OF ENTRY AND LOWER COST OF TOTAL OWNERSHIP
VO Community WFM delivers a COMPLETE solution, no modular pricing:
- Receive unlimited scheduler, supervisor and administrator licenses
- Adopt multi-site, virtual site or virtual agent strategies on-demand and out-of-the-box AT NO CHARGE
- Free full version upgrades included under standard maintenance

LOWER IT FOOTPRINT
- 100% web-based
- No third party middleware
- Virtualized server environment
- Rapid implementation cycle time
- Avaya Aura & CMS connectors + over 20 other platforms

INSTALLATION & TRAINING
You'll be off and running quickly with a proficient understanding of our system. Implementation and training are performed onsite over the course of three visits, where we will train your team using your call data, your agents and shift types in a "live" setting putting you quickly in production. Our low cost deployment model even includes a post training optimization visit for maximum return on investment.